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Call Center Team Lead in Dunmore,PA at Stericycle

Date Posted: 5/14/2018

Job Snapshot

  • Employee Type:
  • Location:
  • Job Type:
    Call Center
  • Experience:
    Not Indicated
  • Date Posted:

Job Description

Under immediate direction, provides timely response of customer inquiries up to and including pick-ups, schedules, product orders, etc., and all other aspects of a customer’s needs. Dispatches vehicles on a pre-set route for each driver on a daily basis in the interest of efficient customer service. Manage and oversee field call center phone report systems, managing daily call volume to meet department standards and customer satisfaction measurement tools; work with field customer service representatives in a coaching and mentoring capacity; contributes to the success of the call center by assisting in managing performance; and establish and maintain strong working relationships of support units to optimize customer satisfaction. Provides the highest level of customer service to all customers on a regular basis. Assists customers in any and all of the following: re-routes, request for extra pick-up or containers, changed in the pick-up schedule, follow up on pickups and/or problems with materials, and preparation for new customers. Follow up with Customer Service and outlying domiciles when needed. Assists Drivers with all types of problems/issues on a daily basis in support of providing excellent customer service to our customers. Respond timely to customer inquiries and process requests, according to established standards with attention to style, tone, and manner of communication, received through the automated ADC system, mail, email, or case management. Oversees the performance of the team in answering and handling customer inquiries in a timely manner. Assists in the follow up and complete care of all pending requests on SFDC (Case Management), assuring appropriate follow up and timeliness of service for all customer requests. Routinely queries SFDC to review and assist in timely responses to pending inquiries. Assist in the evaluation of Customer Service Representative performance. Provide feedback and guidance for improvement to the Management Team. Monitor quality assurance of over-the-phone performance. Provide leadership and training for all associates in a professional and positive manner to promote corporate goals and achieve department objectives. Monitor the quality of back office paper work. Assist Supervisory/Management team by providing reporting on accuracy of individual’s performance that Supervisors can use in evaluations. Routes customers to a schedule based on information entered into our routing system. Reroutes existing customers as required or requested. Positions Stericycle products and services when speaking with customers. Provides feedback to management on ways to increase efficiencies and the effectiveness of servicing customer’s needs. Performs necessary record keeping activities. Performs other related duties as assigned, required, or requested, including but not limited to:
• Build and print routes for drivers
• Ensures that routes are balanced and accepted in BSA
• Prepares paperwork for drivers; reviews return paperwork
• Reschedules drivers for extra or missed pickups
• Ensures PDT’s are downloaded
• Ensures manifests are accurately completed

Job Requirements

•Education equivalent to Associates Degree in Business, or the equivalent in related work experience.
•Four or more years of experience in a customer service/customer retention/sales environment, or the equivalent in related work experience, demonstrating sound judgment and initiative to satisfy customer requirements. Experience with and/or Bio Track (or equivalent) preferred.
•One or more years of Dispatching experience preferred, demonstrating a good knowledge of the geographic area to be serviced.
•Demonstrates knowledge of Hazardous Materials Regulations OSHA, and DOT regulations a plus, or demonstrates a willingness to learn details of each.
•Demonstrates the ability to type a minimum of 40 wpm.
•Demonstrates general knowledge of Windows PC, Microsoft Word and Excel, and Outlook, MapPoint, CIB, Tower, BSA, and Case Management.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.